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Main: +1 610 458 3000 Option 1

VideoRay Support

Fax: +1 610 458 3010

212 East High Street

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Pottstown, Pennsylvania 19464

United States of America

PRINCIPLES OF CUSTOMER INTERACTIONS»

As a valued customer of VideoRay, you are entitled to:

Courteous and respectful behavior

A swift response

Detailed and clear explanations

An overall plan, to know what can be accomplished, when, and at what costs

Timely information regarding possible schedule changes

As a valued customer at VideoRay, you are expected to:

Display a respectful behavior towards our staff

Represent your technical issues with as much honesty and detail as possible

Inform our staff members of any changes as soon as possible

Follow recommended guidelines and procedures when working on a VideoRay system

CUSTOMER CARE PHILOSOPHY»

As a global company, VideoRay operates according to the highest standards of ethical conduct and behavior. These standards guide our decisions in our daily work and help us demonstrate that we take our responsibilities and commitments seriously.

VideoRay believes that our success is driven by our customers' successes. To achieve this mutual goal, our products must be capable, easy to learn, easy to use and reliable. To resolve problems when they arise, VideoRay Customer Care is organized into the following three groups:

Customer Service – Resolves administrative issues

Technical Support – Resolves technical problems remotely

Repair – Resolves hardware problems that cannot be resolved remotely

In addition to using its own employee resources to provide support services, VideoRay has developed the VideoRay Authorized Service Center program. Working with strategic partners around the world, together we offer time-convenient regionalized support and hardware repair services. VideoRay Authorized Service Centers must meet business and technical requirements to be qualified and participate in periodic update training to maintain their credentials.

VideoRay asserts that educated users make the best users and are more likely to operate their equipment in ways that optimize the use of its capabilities and maintain it properly to extend its longevity. We encourage and empower users to participate in the maintenance of their systems. Certified Training opportunities exist for customers that want to increase their operational and maintenance expertise.

While it may at first seem counterintuitive for any organization, the overarching goal of VideoRay Customer Care is to eliminate the need for its existence. What this means is we would rather focus our efforts on proactive activities that can reduce the causes of trouble in the first place. Specific activities designed to move us closer to achieving this goal include:

Working within our ISO 9001-2015 guidelines and principles.

Working with our R&D, Engineering and Quality groups to relate symptoms to root causes and establishing corrective and preventative actions, which may include design improvements.

Using customer feedback to identify areas of difficulty in using or maintaining our products and developing proactive solutions, including improved documentation, training and self-help tools.

Logging and tracking cases for statistical analysis purposes and prioritization.

VideoRay Customer Care has helped position VideoRay as the world’s largest producer of underwater ROVs and the global leader in ROV technology. We truly inspire “Confidence Underwater. “

TECHNICAL SUPPORT POLICY»

For remote support, the following hours of operations and communications methods are established:

Business hours are from 8:00 AM to 5:00 PM Eastern Time on Monday through Friday. (Holiday schedule may vary)

You may contact us via:

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

A technician will reply to your Email within 30 minutes for an Email received during business hours.

Emails that are received outside of business hours will be responded to within two business hours on the next business day.

For Skype Video Calls or TeamViewer Remote Login Support:

The technician who is currently working on your issue will coordinate with you to arrange this.

VideoRay Authorized Service Center Regional Support

VideoRay has strategically placed fully Authorized Service Centers (ASCs) throughout the world to accommodate our global clientele. Please use the link below to select a service center that may be able to assist you outside of our business hours.*

Dedicated after hours assistance can be scheduled, fees may apply. Contact VideoRay for more information.

INFORMATION REQUEST»

DIRECTIONS TO VIDEORAY»

212 East High Street, Pottstown, PA 19464

When entering Pottstown from the South:

Approaching from the south on Hanover Street, turn right on High Street. Turn right at the first light at Penn Street (a narrow alley between buildings.) Turn right and proceed to the building - the lot is marked with Visitor spots near the entrance. In the vestibule, buzz the receptionist for admittance.